Release Requests
Home > Service Manager > Requests -> Release Requests
IntroductionRelease Management helps facilitate the release of one or more related changes. A number of different tools are provided to help you record information against the release, communicate with the connected uses, and collaborate with your co-workers. Scheduled Releases are added to the Change Calendar to help with planning and identifying conflicts. |
Related Articles |
Features
Heads-Up Display
The Heads-Up Display is a graphical representation of the business process that supports the Release process. This is an optional display which uses the stages and checkpoints within a process to visualize the progress.
- The entire process is displayed as a grey bar with circles representing the different stages
- The active stage is represented by a large green circle followed by a connector to the next stage
- The connector will progressively turn green until the next stage is reached
- Checkpoints are displayed below each stage
- Grey Checkpoints are yet to be completed
- Completed Checkpoints are represented with a green check mark
- The Heads-up Display shows just the Stages, and when the mouse if moved over the Heads-up Display, the Checkpoints are exposed
- The Heads-up Display can be Pinned to make the display of the Checkpoints persistent on all Incidents
Action Bar
The Action Bar contains the majority of functions that you can apply to a Release. These actions are placed near the top of the Release form and collected together to allow for quick access to update the Release. The available Actions can be either made visible or hidden for different types of Releases, based on the Service they are associated to. The supporting Business Process Workflow that sits behind the Release can enforce the display of an action when that action is required to be completed.
-
- The Update Action within a request is used for posting information into the Timeline which can be used for collaborating with your team members.
- Phone Call
- Attachment
- Link
- Customer
- Assign
- Escalate
- Assets
- Boards
- Resolve and Close
- Cancel
- Connections
- Schedule
Information Box
Customer
If a customer is added to the request, a customer collapsable section will be visible on the request containing the following contact information about the customer.
- Name (Handle)
- ID (Link to profile)
- Organisation
- Phone
- Mobile
Remove
If it is required a customer can be removed from the request by selecting the Remove option in the Customer Details section. A timeline update will reflect this action.
Raised By
When a request is raised, the analyst who raised it, is added to the Raised By collapsable section of the request. This section contains their following contact information.
- Name (Handle)
- ID (Link to profile)
- Organisation
- Phone
- Mobile